Risk and Control Mitigation Analyst

1 month ago

Montréal, Canada HSBC Full time

Opening up a world of opportunity.

We're a financial services organization serving more than 39 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

About the role

The purpose of the Risk Controls Mitigation analyst function is to provide assurance that HSBC is compliant with the Financial Consumer Protection Framework Regulations Complaint Handling and ensuring the data inputted in the Customer Feedback Tool (CFT) tool support the regulations and that customers are treated fairly. They are key to proactively identifying improvement opportunities and actionable insights for coaching. When conducting controls and quality assessments, the Risk Controls Mitigations coordinator ensures that actions are conducted and documented in line with HSBC policies and procedures as well as being compliant with respect to both local and external regulators, current legislation, Compliance and Departmental procedures.

**Responsibilities**:

- Provide expertise, advice, and leadership to various stakeholders on potential risks and consult with stakeholders to determine how to address identified risks following review of the data in the Customer Feedback Tool (CFT).
- Educate and train employees to build complaint handling risk awareness within the organization.
- Conducts trends Based Analysis quality assessments and producing high quality reports for the different channels using the Customer Feedback Tool (CFT)
- Actively participates in benchmarking quality of the complaint handling and Customer Feedback Tool (CFT) data input.
- Identifies improvement opportunities through quality assessments and suggest solutions, making decisions based on sound rational judgement escalating issues as necessary.
- Operates in accordance with agreed procedures and guidelines.
- Manages assigned tasks knowing when to refer to issues as necessary.
- Ensures work is prioritised and processed accurately, organising workload to ensure timely and efficient completion. Effective organisation at the start of the month is essential.
- Identify specific transits to further investigate based on past performance.
- Provide coaching following quality review to stakeholders
- Timely feedback to complaint owners on their data quality entry and remediation activities aligned with Bill C86 requirements.
- Always act in the best interests of both the bank and the customer, putting the customer at the heart of what we do to foster and encourage customer centric behaviours.
- Key stakeholders will be the Head of Customer Experience, Branch and Contact Centre channels.
- Financial Consumer Agency of Canada (FCAC) - understand requirements under the Bill C86 that HSBC needs to fulfil and ensure we are compliant
- Encourage a collaborative working environment, supporting the team’s overall effectiveness and efficiency.
- Improve personal effectiveness in the business
- Develop and build effective working relationships
- Manage and enhance relationships with appropriate stakeholders to ensure that best practices, issues, concerns and learning points are shared and fed back to appropriate parties.

Requirements
- Post Secondary degree in Business or Risk Management or equivalent combination of education.
- 3-5 years of experience, relevant combination of education and experience shall be considered on an equivalency basis.
- Familiarity in assessing policy, regulatory requirements, methodologies, and procedures to ensure compliance.
- Excellent written skills to support the development and update of Complaint Handing guidelines, brochures and coaching material
- Demonstrated expertise and experience in performing risk and compliance-related work on key business initiatives while ensuring its adherence to a framework that is continuously evaluated and appropriate updates are implemented to reflect the evolution of risk management and compliance within the organization.
- Strong communication skills; exercises tact and diplomacy in order to offer guidance and facilitate discussions with business areas on identifying, assessing, reporting and assisting with adherence and understanding of the Bill C86 requirements.
- Proficient analytical skills, and the ability to aggregate and analyze quantitative and qualitative data; intermediate to advanced proficiency in Microsoft Office suite (ex. Excel, Word, PowerPoint. etc).
- Possesses proficient inter

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